Case Study: Leeds City Council improves customer service and channel shift with Orlo

Leeds City Council boosts Facebook messages 32% with Orlo

Leeds City Council faced increasing inbound contact volumes on social media and needed an efficient, secure process to handle enquiries and eliminate the risk of them being missed. They required a solution that provided a clear audit trail to mitigate security and reputation risks associated with working natively on social platforms. They turned to the vendor Orlo for its social media management platform.

By implementing Orlo, Leeds City Council was able to channel shift enquiries away from more traditional contact methods. This led to significant cost savings and a reduction in time to serve. The platform provided in-depth analytics and reporting, which resulted in measurable impacts including a 32% YoY increase in inbound Facebook Messages, a 61% YoY increase in average Facebook impressions, and a 682% YoY increase in average Twitter impressions.

Leeds City Council